Businesses typically spend a large percentage of their marketing budget encouraging potential customers to call. What makes, or breaks, the success of these campaigns is the experience customers have when they make the decision to contact a company.

Callers who are kept waiting or are unsure if they have come through to the right place, are likely to hang up – and when they do, it’s highly unlikely that they will call back. Managing customer calls, especially during periods of high d...view more >